Everygame Casino Red - Player's account has been closed without reason.

Hello. I have played on Everygame (casino red) around 10 times without any success. So I haven't made any withdrawals from the site. About 2 weeks ago, luck was finally on my side. I managed to win 8898 Usd when the wager was completed. I then tried to make a withdrawal but then it said I had to verify my account first. I contacted the live chat at Everygame to ask what documents they wanted. They were nice and explained that there was a section on the page where you could read about the verification.After then i emailed the ID front and backside and my electricity bill. After that I waited a few days before I contacted the chat and asked how my verification went and if they wanted more documents. The chat replied that I didn't need to worry about my money and that it can take up to five working days before you get an email with an approval. I waited a few more days. Then I received an email from everygame with the following text.

Dear RONNY,

We are contacting you from Everygame Casino.

After reviewing the documentation submitted, your account did not pass our internal security checks.

A decision has been made to close your account. This decision will not be reversed.

As per our Terms and Conditions:

2.6 Bonus programs are intended for recreational bettors only. Professional players or players considered to be abusing the bonus system may have their bonuses, as well as any winnings from wagers based on such bonuses, forfeited and be subject to further sanctions at the sole discretion of the Everygame management. In case of abuse, Everygame reserves the right to discontinue a customer's membership and to prevent the player from accessing any Everygame sites in the future.

https://casino.everygame.eu/terms

In the event a new account under your name is created, it will also be closed.

Regards,

Floyd

Everygame Security Team

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This is what they do when I have only lost money on their site. The first time I win, they shut me down for absolutely no reasons.

I haven't broken any rules. I have replied to their email and said that I would be happy to send more documents and do everything to resolve this situation. I can no longer access the account, and they do not respond to emails even though I explained in a nice way that I want to resolve this. You are my last hope. For everygame, this is a small amount. For me and my family it is alot of money.

Dear smestadronny3,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Which bonus did you play with?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, i played slots on Everygames Casino red.

I used a code from lcb.org

I can mail you some relevant information and printscreens.

Thank you very much, smestadronny3, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello smestadronny3,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite Everygame Casino Red to join the conversation.

Dear Everygame Casino Red,  

I would appreciate it if you could provide further details regarding the closure of the player's account. Specifically, what actions or gameplay by the player were identified as violations of the bonus system? If the information cannot be shared publicly, please forward it, including supporting evidence, to me at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Michael,

did you see my email?

Dear Everygame Casino Red team,

I have received and examined your emails; however, I would appreciate additional clarification on specific points that I mentioned in my recent email.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello! We have sent a follow-up email with additional information as requested.

Thank you for the information and evidence provided, Everygame Casino Red team.

Dear smestadronny3,

After thoroughly reviewing all the relevant information and evidence, we have determined that we cannot proceed with your case. Your account has been found to be violating the casino's rules, as previously communicated by their team. Although we would prefer to offer additional information, there are valid concerns that such details may be exploited in the future to circumvent the established checks. I can assure you that we, as an impartial entity, have conducted a comprehensive review of all pertinent information and evidence. Given the casino's stringent policy regarding these issues, we must unfortunately deem your complaint as unjustified.

You are welcome to disagree with our decision, and if you wish to take your complaint further, you may contact the licensing authority. However, we will not be able to offer any further assistance on this matter.

I regret that I couldn't be more helpful in this case. Please don't hesitate to reach out if you face issues with this or any other casino in the future, and we will do our best to support you.

Best regards,

Michal

Casino Guru